Why has my deposit not arrived?

First check whether the sending bank or wallet has actually completed the transfer. A payment instruction or confirmation screen is not always proof that the money has reached the receiving service.

For a bank transfer

• Check the beneficiary details, currency and required reference against the receiving instructions.
• Check the payer name and whether this payment type is permitted for your account.
• Keep the sending bank's confirmation, amount, date and payment reference.

Transfers may need additional processing or review. Do not assume a payment has been rejected or returned solely because it is not yet visible.

For a digital asset deposit

Check the asset, network, destination address and any required memo or tag. Keep the transaction hash. A transaction visible on a blockchain still needs to match a supported deposit route and its confirmation requirements.

Ask support to trace it

Contact support with your account reference, the amount and currency or asset, date sent, and bank reference or transaction hash. Use the secure method support specifies if further evidence is needed. Do not include passwords or security codes.

Do not repeat the transfer to fix a missing deposit. If a return is required, support will need to establish its status and the applicable next step; a return time or refund of fees is not guaranteed.